Social sources and units

Social sources and units defines both the Social Feedback sources to collect feedback from and the Units this feedback is associated to. Additionally, you can set other settings such as the Industry for the entire company and the Overall score to use in reports.

Social sources and units step in the Social Feedback editor

To upload your source URLs, see Source URLs.

Medallia Social Feedback collects information from different sources, which are social media sites that include public feedback such as reviews, posts, and comments connected to a particular unit, which represents the company location.

To select a social source, click Add. Scroll down or use the search bar at the top. To remove a source, click Close next to it.

Selected social sources are TripAdvisor, Facebook, Google, OpenTable, Facebook Reviews, and X (formerly Twitter).

Note: You can add or remove as many sources as you see fit at any stage of the program.

Units

Units is where you select the Unit groups that contain the Units to collect social feedback from and, optionally, instruct Social Feedback to fetch the social sources URLs by using the name and address that appears in Google Maps.

Unit groups

To select a Unit group, click Add. Scroll down or use the search bar at the top. To remove a Unit group, click Close next to it.

Important: Only select Unit groups containing location-based Units; do not select Unit groups containing Units with individuals, regions, countries, etc.

Selected Unit group is Diamond Tel.

Warning: Unit name and address must be completed and match their Google Maps name and address, such as Diamond Tel (instead of Diamond_Tel, Diamond Tel [123], Diamond Tel (123)) and 150 W Edith Ave #36, Los Altos, CA 94022, United States (instead of 150 W Edith Ave #36, Diamond Tel Los Altos, or Diamond Tel California).

Diamond Tel in Google Maps

Google Location name field

If you require Social Feedback to run Automatic discovery, select the Data fields (u_field) that contains the Unit name that matches the location name that appears in Google Maps. This is only needed in case you need to refer to a different Unit field for the real Google Maps location name so that we can unequivocally find the correct location.

For example, if the Unit name is DiamondTel_123 but the location name in Google Maps is Diamond Tel, then you should create a new Unit data field Diamond Tel to match what appears in Google Maps and bring in the correct feedback.

Tip: This used to correspond to the Unit Match on Field field In the Social Feedback screen in Medallia Setup.

For more information, see Map units.

Other settings

Under Other settings, select an Industry, which is the business industry applicable to the company used by Social Feedback to:

Find locations.
Retrieve URLs if necessary.
Apply relevant Text Analytics tags — Internally tags the social feedback with a Starter topic set for the selected industry. This may be used for some Social reporting if you do not configure your own topic set.
Identify Nearby rival lists — Social Feedback searches for customer rival locations of the same industry based on geographical proximity in its internal social database. For more information, see Nearby Rivals lists.
Rivals — Previously known as Benchmarking Industry field In the Social Feedback screen in Medallia Setup. Specifies which industry topic to use in Key Metrics across topics module in the Global benchmarking report and Local benchmarking report. The Starter topic set are previously uploaded by the Social team in coordination with the Medallia Text Analytics team.

Restriction: Industry is only applicable when setting Rival lists.

Advanced settings

Click Show Advanced settings to choose the Overall Score field, which combines social and other signals feedback records to appear in the Response List report. Note that this field must be a previously created K-field containing all the signals to combine.

Overall Score field is Main score.

Warning: The Overall score field should only be a Feedback or a K-field, but never a System field. If using a K-field, the field's calculation should never refer to the field Overall score with Social media (a_overall_score_with_social_media).

Tip: When there are multiple surveys, combine the Main score field from each survey into a K-field. Each field associated with the Main score must have a Choice set data type.